Choosing a Home Care Provider
You have finally received your letter from the government advising that you now have access to a home care package (HCP), this is great news … as you may have been waiting for quite a while. There are over 900 home care providers in Australia - some are small … and some are large. All have to deliver their services to you in accordance with the Aged Care Quality Standards (the same standards that govern residential care … but with some exemptions).
So how do you choose the best provider for you? How you make your decision will be different to everyone else. For some, it is based entirely on cost, whilst for others it may be based on word-ofmouth. This document aims to help you clarify what is important for you and help you choose the best match regardless of your criteria.
Consider the following:
Money matters
You have total control over which provider hosts your package, the care services that you will receive and who provides those services. Below are the approximate funding levels that you will receive based on the Level of home care package you are assigned (the government changes these amounts from time-to-time):
Home Care Package (HCP) Level Approximate annual government contribution
Level 1 $9,000
Level 2 $15, 800
Level 3 $34,550
Level 4 $52,300
You are also required to pay a basic daily fee of around $10 to $11 per day (approximately 17.5% of the basic single age pension) depending on your assigned package level. Some providers choose to waive this payment. The decision is yours to make. A small payment by you will provide you with extra care services that you may need.
You may also be required to pay an income-tested care fee. This contribution is used to offset the amount of government funding and is determined when you submit an income form to Centrelink. The government have placed caps, or limits, on how much income-tested fee you are required to pay both annually and over the lifetime of your home care package. The amount you have paid is carried over if you move into permanent residential aged care.
Tip: For some individuals it may be more expensive for them to access a Level 1 or 2 package than to either pay for a private home care service or continue on a lower level of home care service provision such as the Commonwealth Home Support Programme (CHSP).
Know your needs and expectations
The level of package you are finally assigned may not be adequate for your current needs by the time it finally arrives. Your care needs may have changed since the original ACAT assessment was completed and sometimes it is appropriate to get some care support flowing earlier.
Know what support you are needing. This will help you determine what your care services might look like. For instance, are you needing more support with cleaning but you have a complex wound that needs a nurse to visit you twice a week … or … do you need regular support to get to specialist appointments … or … are you looking for community / social interaction?
The hourly cost of a nurse is much more than a cleaner. Check if there are less obvious costs like travel over a certain distance or in what increments time is billed out. Traditionally providers tend to talk about “hours of care” and this is a relic of the previous model of care which had a focus on services such as domestic support, personal care or nursing.
Consumer Directed Care (CDC): Is the model under which ALL HCP’s are now delivered. This means that YOU are able to control and direct what you need and want from your package funds related to your identified needs and the priority you allocate to each. Whilst it cannot pay for your next holiday … you may be able to pay for care services you need on that holiday for example. Essentially it needs to line up with your Care Plan.
Package management
All HCP funds must be “held” by a provider. However, there is an increasing amount of choice in the level of management support you need from the provider. Do you need the provider to manage/administer the package … or do you feel comfortable coordinating it yourself? There are providers who allow you to “self-manage your package” and offer cheaper administration fees accordingly. Be aware however that to do this you need to be fairly confident with technology/internet and have to allocate a few hours a week to make it work for you.
Tip: There are several services that allow you to source your own people and negotiate directly the cost of service with them. This potentially gives you more value for money than what a provider may be able to offer. Check out www.findacarer.com.au or https://mable.com.au.
Know your rights
You have a lot of rights and a lot of barriers have been removed that used to restrict movement. So, now if you are not happy with the service received - you can switch provider and your funds move with you. Check if your provider charges an exit fee and any conditions applied by your home care provider contract.
You should however expect to see a monthly budget/statement and depending on your agreed level of case management - you can change what care services your package delivers to you. A provider should be able to clearly tell you how they can support your changing needs.
If it is important to you to have consistent staff turning up at your home - ask how the provider can support this. If you need to cancel a service - what is the repercussions of this? Often there a minimum time notification periods. In an emergency - how does the provider respond?
In an effort to make provider selection more transparent, the government requires all providers to list their services and charges on the My Aged Care website. You can go to https://www.myagedcare.gov.au/home-care-package-costs-and-fees and select the providers you are interested in and compare them against your individual care needs and wants. If all this sounds a challenge or you and your family want some guidance, Family Aged Care Advocates are here to help.